SSA Disability Benefits Resource Kit
Supporting the application process for Social Security Administration (SSA) disability benefits.
Duration
Sep - Nov 2023
Location
Savannah, USA
My responsibilities
Project Lead
Tools
Figma
Miro
Adobe Indesign
Project Timeline
The Clients
The Social Security Administration(SSA) is a federal govt body. Social Security pays disability benefits through two programs: the Social Security Disability Insurance (SSDI) program and the Supplemental Security Income (SSI) program.
Pain Points
Lack of budget
The SSA faced significant budget cuts post-pandemic, hindering their ability to hire additional staff to alleviate the workload on existing SSA workers.
Lack of internal knowledge
SSA workers lack comprehensive knowledge to guide applicants effectively due to the complexity of various departments and frequent changes in rules.
High number of applicants
The SSA's infrastructure is strained by a high volume of applicants, leading to long decision times and a backlog. This limits SSA workers' ability to provide personalized guidance.
Context
Only 7.8 out of the 42.5 million disabled Americans received disability benefits as of June 2022
The wait time for an initial decision has increased 83% since 2020
Primary Research
4
Long Interviews
8
Short Interviews
3
Co Creative Workshops
Consumer Pain Points
Job To Be Done
Complex System & Process
Guidance - Provide clear directions
The SSA disability benefits application process is intricate due to strict eligibility criteria, demanding extensive medical documentation, and compliance with complex regulations.
So I don't understand their process. I don't know their thoughts.
- Claimant
Lack of Awareness & Communication
Clarity - Enhance user understanding
Claimants lack awareness of the SSA disability application process, leading to widespread misinformation. Many applicants remain confused about the distinctions between SSI and SSDI even after receiving benefits.
If you stay disabled for 2 years, you get the red-blue or similar card ... I think. I’m not sure if it is SSI or SSDI.
- Claimant
Lack of Resources
Resources - Provide necessary information
Healthcare stakeholders, such as doctors and other professionals, are unsure of their role in the disability application process and lack clarity on how to provide guidance or resources to individuals seeking support.
We’re not trained with the intricacies of how these benefits are awarded. We don’t know always what their criteria are.
- Doctor
No Internet Access
Accessibility - Make the process more accessible
Internet accessibility is not universal, particularly in rural areas, creating challenges for individuals to submit their applications online and monitor their progress.
But there are a lot of folks that don't have the means ... can’t afford a laptop and all that. (some) ... live in a rural area like out where I work and the Internet is spotty, and so they can come and get a nice strong connection at our library.
-Librarian
Lack of
Accessible Information
Discoverability - Make information easy to find
The resources offered by the SSA are nearly hidden on the website, making them extremely challenging to locate due to the complex structure and difficult language used on the site.
I don’t know it’s just the website is very confusing, and I don’t remember the whole initial application process but it’s just stressful.
-Claimant
The Problem
How might we relieve the pressure placed on the SSA and make the process simpler for the applicants
Ideation
3
Workshops Conducted
9
Participants
1-1.5
Hour Long Interviews
Doctors
Libraraians and Social Workers
Claimants
Claimants want a basic introduction, maybe a brochure, about what is the difference between SSI & SSDI.
Doctors, medical personnel, lawyers and government website are the resources they trust the most.
Branding Kit
Accessibility
Final Designs
Booklets
Website
Website & App
The website serves as a complement to our other deliverables, offering a broader range of access and convenient features online. It is accessible on both computers and phones, providing flexibility for users.
The initial page highlights nearby locations, including SSA offices, shelters, or libraries in your vicinity.
The following segment functions as a digital counterpart to one of the posters. It guides you to a survey that poses questions about your application stage, such as whether you haven't started, are at the beginning, etc. After answering the questions, the system provides a suggested list of resources for you to explore and find the information you need.
Additionally, it may feature an AI chatroom that evolves over time, learning from interactions to enhance the accuracy of suggested information.
This section on our website is dedicated to hosting resources, providing digital versions of all our physical kits. The top bar allows you to filter content based on your stakeholder category. For instance, if you are a doctor seeking relevant information, you can click on "Doctors and Medical Professionals."
All items are downloadable, allowing you to obtain a digital PDF. Additionally, there is an option to have the content read out loud by clicking the headphone button.
We believe it's crucial for claimants and everyone involved to stay informed about any updates from the SSA. Hosting this information in an easily accessible place ensures that everyone can stay up to date.
The final segment is dedicated to workshops and events.
Booklets
For Claimants
For Doctors
For Librarians
Cover
The cover aims to be welcoming and demonstrate support, while the quote is intended to inspire users and convey the message that overcoming the process is achievable.
Definitions
Below are essential definitions that we believe claimants should comprehend. This includes definitions of SSI and SSDI, the qualification criteria distinguishing between them, as well as a comparison of Medicare and Medicaid.
The following section guides the claimant through the application steps, incorporating visuals to reduce intimidation and assist individuals who may not be fully proficient in English.
Resources
The final segment of our booklet serves as a resource section, providing claimants with valuable potential resources. We begin by listing the official SSA website as the primary source for all information. Additionally, we include organizations such as the National Disability Institute, which can offer assistance to claimants.
Through our discussions with claimants, it became evident that they should explore benefits through a doctor or medical personnel. We also discovered the critical role these professionals play in supplying the evidence relied upon by DDS teams. Despite their pivotal contribution, the doctors we engaged with initially didn't fully grasp the importance of their role.
These pages delineate the role of libraries in the support system. As accessible places, libraries serve as locations that at-risk populations, including homeless or low-income individuals, may visit for assistance.
We have outlined their potential assistance in distributing the claimant booklet we provide and directing individuals to the appropriate resources. Lastly, we inform them about how they can contribute to raising awareness of SSDI and SSI by hosting workshops where multiple stakeholders can learn.
Named "Additional Terms," this section offers supplementary supporting information of lesser criticality. It is positioned at the end in consideration of the expressed busyness and limited time of the doctors we interviewed. It encompasses definitions they may refer to when needed.
Pamphlet
We opted to incorporate information about the SSA and a legal definition of disability due to the common lack of awareness about who qualifies for SSDI. Additionally, we ensured to provide an explanation of SSI and SSDI to enhance people's understanding and help them determine whether these programs might be suitable for their needs.
Posters
The purpose of this poster is to guide individuals in the right direction if they encounter difficulties, especially when they may be unsure about the specific personal information required. The poster aims to inform them about where to find the necessary details.
Through our primary research and co-creative workshops, we discovered that many people lack awareness of the distinctions between SSDI and SSI, including claimants already receiving benefits.
This poster is designed for placement in doctors' offices and libraries, serving as a resource for potential claimants to determine which benefit—SSI or SSDI—they should apply for.
Our research further revealed that a significant number of rejections occurred because individuals were uncertain about the documents required for submission.
This poster aims to assist them in navigating to the appropriate resources tailored to their specific needs. By following the flow chart, individuals can identify the necessary documents for their particular condition.
